False bonus advertising and wrong wagering requirements

I requested a withdrawal on *19 May 2026 at 11:14 PM SAST* = *4:14 PM EST* on Thunderbolt’s system. It’s now been over 48 hours and I still don’t have the funds or a clear status.

I contacted live chat multiple times. Responses have been generic like “it’s being processed” or “escalated to finance”. No one has told me:
- The exact status of my withdrawal
- If it’s pending verification, approval, or rejected
- The specific reason for delay
- What documents or actions they need from me

My account is [verified/not verified yet – say which]. I have not broken any bonus terms [or explain if you had a bonus].

I’m asking Thunderbolt to provide a direct answer with a ticket/reference number and an actual ETA for payment. Please mediate.

*Requested resolution:* Process my withdrawal or give a specific reason for denial.

I have been warned of this rule during my last withdrawal where Thunderbolt Casino advised me that they processed my withdrawal out of courtesy and I should not go against the maximum bet rule in future. The rule stated as per email from Emma that : " Promotional Terms and Conditions: Max bet rule for all bonuses = R100.00. Any winnings plus bonus amounts derived from such bets will be voided." Since Emma made me aware of this in an email dated 30 March 2016, i thereafter gambled on 2 April 2016 . For the record, I responded to Emmas email on 1 April 2016, querying the translation of the clause and if still have not received any response. I quote my email to her : "Hi Emma Are u saying that if I use a match bonus, then the maximum I can bet is R100? Please let me know i am a bit confused" When I gambled today 2 April 2016, I considered what the rule stated and I reduced my bets to ensure that my bet didn't go over R100. I bet exactly R100. My understanding of emmas email was that the maximum bet must be equal to R100 (i attach proof of Emmas email and my response.) Since then i spoke to agents Kendra and Shane on 2 April 2016 who advised that i did not abide by rule because the maximum i was allowed to bet was R99 and below (and not exactly R100). I feel very aggrieved because i won R20000 on playing R100 bet using a 50% match bonus coupon. If i was aware that my bet was violating the rule i would have reduced it to R99 or less but i was mislead by the what the clause states. I am now concerned that the payments department will deny my winnings. I strongly believe that I am not wrong in the translation of the clause and if I translated it wrongly then thunderbolt casino needs to reword the clause appropriately. The clause is very misleading. I am in total dispute of the the agents explanation that the bet must not be R100. I have to refer this for advice because the wording mislead me. If I knew the bet had to be R99 or less, I would have ensured that I would have abided by rule. I strongly believe that I did not violate the rule and I believe that clause rule is very badly written. It should rather state that Max bet rule for all bonuses must not be R100.00 or more instead of Max bet rule for all bonuses = R100.00. I understood that the maximum bet must be equal to R100 or less because the wording clearly has the mathematical equal to sign "=" Please ask gamblers.com, I kindly request that you assist me with my complaint about this rule and if you can ensure me that my winnings are paid to me. I apologise to Thunderbolt Casino if I did the wrong thing but I swear I thought I was innocently abiding by the rules. It will not happen again if I was not allowed to bet R100 or more. I really need my winnings paid out to me. I am so saddened and sorry for any inconvenience.